Global Professional Association Selects inContact to Support Multichannel Contact Center Operations

SALT LAKE CITY, April 15, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that one of the world’s largest organizations of business professionals has selected inContact to unify contact center operations across three contact center locations and at-home agents. 

The new inContact customer is moving from a premise-based system that lacked many modern features and capabilities that are required in a multichannel contact center. The company needed better skills-based and multimedia routing as well as real-time visibility and historical reporting of contact center and agent activities. The company chose inContact for a complete cloud solution that was easy to manage and configure, and that provided a connected workforce optimization solution (WFO).

With members in over 100 countries and many specialized service offerings, this professional organization relies on contact center agents to deliver high quality customer service interactions that build trust and loyalty. Agents will utilize inContact’s universal queue to handle voice, chat, email communications, and supervisors will have the quality monitoring and management tools they need to ensure the best possible outcomes.

“An active and loyal membership is the lifeblood for industry associations,” noted inContact CEO, Paul Jarman. “The combination of cloud contact center infrastructure and workforce optimization is a major advantage for organizations that are committed to the highest levels of quality and meaningful engagement with their customers.”

The complete solution will include CRM integration and the inContact WFO Suite with 100% Call Recording (voice and screen), Call Monitoring, the inContact ECHO satisfaction survey tool, Workforce Management (WFM) and Quality Management.

Additional Information

About inContact

inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.

Media Contacts:

Cheryl Andrus

E: Cheryl.andrus@incontact.com
P: (801) 320-3646

Matt Donovan
E: Donovan@merrittgrp.com
P: (703) 390-1519

Investor Contact:

Edward Keaney
Market Street Partners
E: ekeaney@marketstreetpartners.com 
P: 415-445-3238